Overview
At Universal Data our number one goal is to Create Raving Fans. The Cloud Engineer plays an important role in making this happen through advanced technical expertise, teamwork, and emphasis on putting the customers' needs first. The Cloud Engineer handles day to day support of cloud and hybrid infrastructure issues, serving as an escalation point, and assists in managing our contract client environments. Our business works with different organizations in various industries. As a Cloud Engineer, it is important that you can work with different cloud and hybrid technologies while being able to identify solutions that will improve our client's existing environment.
The idea candidate for the Cloud Engineer position will possess exception technical and interpersonal skills, be highly organized and motivated, and be able to form working and trustworthy relationships with our end users. This position will present you with new and interesting challenges that will test your technical abilities as well as your problem-solving skills. When help is needed, the Cloud Engineer will be able to turn to the Service Coordinator or the Director of Operations for additional guidance and support.
Responsibilities & Tasks
Customer Service
- Work on and resolve escalated Helpdesk tickets related to cloud and hybrid infrastructure
- Delight our clients with friendly, quick, and helpful experience
- Assist clients with identifying areas of improvement in their cloud environment
- Troubleshoot complex cloud issues across Azure, Microsoft 365, and Entra ID
Use of Our Ticketing System
- Use our Ticketing system to work on and resolve Helpdesk tickets & service requests
- Managing and recoding all work through our Ticketing system
- Make sure that client documentation is well maintained
- Make sure that client inventory remains updated
- Complete routine proactive maintenance to better manage client's cloud environments
Project Work
- From time to time the Projects team may need additional resource to help deliver projects assistance
Communication, Reporting & Risk
- Create and maintain documentation for cloud solutions and configurations
- Escalate tickets that require Project team support
- Communicate to the client the status of their ticket every step of the way, notify them of any changes or outages related to their issue
- Submit Timesheets & Expense reports as indicated on their SOPs
- Identify, Communicate and Mitigate potential risks to the Director of Operations and Clients
Team Work
- Follow the schedule provided by the Service Coordinator
- Follow Standard Operating Procedures (SOPs) for daily / weekly recurring tasks
- Follow all our Security procedures and keeping a vigilant eye for security issues
- Identify opportunities for improvement and make constructive suggestions for change
- Contribute to the process of innovative change effectively
- Undertake other duties as required by the Service Coordinator, Director of Operations or Chief Information Officer
Skills & Attributes
Required
- 3+ years of hands-on experience with Azure cloud platform administration and support
- Advanced expertise in Microsoft 365 platform administration and troubleshooting, including Intune and SharePoint
- Deep experience with Microsoft Entra ID (formerly Azure AD) configuration and troubleshooting
- Experience supporting Azure Virtual Desktop (AVD) and Windows 365
- Windows Server 2018 + administration with Active Directory, AD Connect, and Group Policy Management
- VMWare virtualization experience with P2V and V2V server migration experience from on-premise to cloud
- Experience with cloud backup and disaster recovery solutions support
- Network skills including DNS troubleshooting, VPN configuration and troubleshooting, and basic routing
- Strong scripting skills (PowerShell, Python) for automation
- Understanding of cloud security principles and compliance frameworks
- Excellent problem-solving skills with the abilityto diagnose complex, multi-layered technical issues
- Great communication skills, founded in being a good listener
- A deep desire to deliver an amazing client experience
Nice to Have
- Azure Solutions Architect or equivalent certifications
- Microsoft 365 Certified: Enterprise Administrator Expert
- Experience using a Ticketing system / RMM Tool and PSA software
- Experience working with vendors for expedited troubleshooting
- Experience an MSP or enterprise IT environment
Perks
- Health Insurance Plans as well as other health benefits
- Incentives for reaching team and company goals
- Career development plan to assist in your professional growth
- An easy-going environment and culture
- The flexibility to work from home (we run a hybrid office)
- Company provide IT equipment
- Professional development reimbursement for certifications and training